Airbnb wiped out my entire calendar

[Niraj2]

Today I contacted Airbnb customer support for a very routine change to my account. My address was slightly incorrect and my listing was displaying my county and not my city. Seems simple enough right?

My highly trained customer support monkey somehow moved my listing from Liverpool, UK to bloody NEW YORK CITY. New York has strict restrictions over who can host so my listing was instantly removed and I receive an email saying the city of New York has delisted my apartment. I reactivate it to find my ENTIRE calendar has been wiped of all my bookings. £1000s just gone. 

I immediately contact customer service and try to get this resolved. The initial monkey who destroyed my listing is now unresponsive and has been ducking my messages since he made the mistake, of course. The next 6 people I spoke to over the next 3 HOURS all came up with the same conclusion. Computer says no so sorry, not our problem. In fact, the best solution I got was our super special elite customer service team will email you within 72 HOURS!!!! Oh, and they are too good for phone calls, only email. 

In the meantime I have lost thousands, I'm frantically trying to contact all my guests to tell them there's been an error,  people have instant booked on dates where old bookings need to be reinstated including tomorrows, guests are contacting me saying they have found alternate accommodation and this apparently isn't worth customer services time. 72 HOURS they want me to wait to even attempt to fix this. 

I'm absolutely bloody disgusted at how little Airbnb gives a sh*t and how broken their customer support is. Anything beyond what's written in the FAQ and their entire support network falls apart. This is the same experience I had when I a guest had a party and I was trying to get them out. ZERO support from Airbnb.  I'm absolutely livid.  The amount of money I pay to Airbnb in fees across all my properties each month is insane but when you call on them for help you get nothing. This was the last nudge I needed to go direct booking. F**k Airbnb. 

[Sarah977]

@Niraj2  I've read plenty of posts about the clueless and incompetent CS, but this one has to take the cake. Any host would be livid. 

It's starting to seem like they just go pick people off the street, give them 30 minutes of training, and set them to answering calls.

This points out how it's super important for hosts to instantly make a note of all confirmed guests' contact number, and keep their own calendar off-site.

I don't know what to say, except, OMG,  I feel so bad for you. And  if you keep pursuing this, if you even want to bother, you may eventuallly get a favorable resolution as far as your listing going back up, but that doesn't help with all the lost bookings.

You should post this on their public Twitter acct. and say you are going to the press with the story if they don't make good on this.

[Colleen253]

So sorry to hear what you've experienced @Niraj2. I would take Sarah's suggestion and get loud on their social media. This really does take the cake.

[Sarah977]

Gotta love this from the Airbnb Updates section:

"You may have heard us announce recent improvements to our Community Support team: more customer service agents, who would have greater empathy and a more tailored response, working from refreshed, simpler policies. We’re also committed to reinvesting in dedicated Superhost support, so Superhosts get exclusive access to highly skilled customer service staff to resolve issues quickly. Dedicated Superhost support rolls out to all Superhosts in our six most commonly spoken languages, including English, by the end of the year, and we’re wondering:

Have you tried dedicated Superhost support yet? What did you think? "

So, @Niraj2  what do you think? 🙂

[Niraj2]

Please tell me this is some kind of cruel joke haha